- Job Role: Training-Process Training - BPO (Complex)
- Experience (In Years): 0-3
- Job Location: Pune
To facilitate learning and development initiatives by delivering effective training programs, ensuring associates achieve the required levels of process knowledge, quality, productivity, and customer service excellence.
Responsibilities
Key Responsibilities
- Deliver classroom, virtual, and on-the-job training programs.
- Conduct new hire induction and process training.
- Develop and update training content, SOPs, assessments, and knowledge materials.
- Monitor trainee performance and provide coaching and feedback.
- Evaluate training effectiveness through assessments, calibrations, and performance metrics.
- Partner with Operations, Quality, and SMEs to identify training needs and close performance gaps.
- Maintain training records, attendance, certifications, and reports.
- Support continuous improvement initiatives and process updates.
- Facilitate refresher and upskilling sessions for existing employees.
Required Skills
- Excellent communication and presentation skills.
- Strong facilitation and coaching abilities.
- Good analytical and problem-solving skills.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word).
- Ability to engage large groups and adapt training styles.
- Strong stakeholder management and collaboration skills.
Education
- Graduate in any discipline (preferred).
Experience
- 1-3 years of training experience in a BPO/Customer Service/Operations environment.
- Proven experience in conducting classroom and virtual training sessions.
- Knowledge of adult learning principles and training methodologies.
Key Performance Indicators (KPIs)
- Training Throughput & Graduation Rate
- Certification Scores
- Trainee Performance Improvement
- Training Satisfaction Scores
- Quality & Productivity Improvement Post Training
- Knowledge Assessment Scores
Trainer Competencies
- Instructor
- Facilitator
- Coach
- Learning Content Designer
- Evaluator & Assessor
Qualifications
Graduate / Under-Graduate At least minimum 1-3 year Trainer experience in any customer service programs and/or American Geography and product-specific training facilitation.
About Us
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit
www.exlservice.com.
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
